AccountId: 011433970860
ContactId: 436c1e56-2de3-46b8-bdbb-fa73d05580ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385119 ms
Total Talk Time (AGENT): 161831 ms
Total Talk Time (CUSTOMER): 195515 ms
Interruptions: 4
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/436c1e56-2de3-46b8-bdbb-fa73d05580ca_20250422T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] from the care team. I have an agent on the line and uh their group number is 25929, and he is asking, he said that he received two emails about payments not going through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I'm just transferring him over to you.
[AGENT][NEUTRAL] OK, what's his name again, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, what's the agent's name? I'm sorry.
[CUSTOMER][NEUTRAL] He said something [PII].
[AGENT][NEUTRAL] OK, OK, that's, yeah. That's OK, that's a good name. That's fine. What is the, uh, the agent's name?
[CUSTOMER][NEGATIVE] I could barely understand him.
[CUSTOMER][NEUTRAL] Um, let's see. It's.
[AGENT][POSITIVE] It's OK honey, just I'll get it.
[CUSTOMER][NEUTRAL] OK, I'm new. I'm like uh.
[AGENT][POSITIVE] OK, [PII], just take a deep breath. We'll, we'll take care of it. Thank you, sweetie. You have a good day, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] You're welcome
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thanks, sweetheart. All right. Bye.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hey, this is [PII] in the group billing department. How are you doing today?
[CUSTOMER][NEUTRAL] Yes, I got an email from your office saying that we did received two payments to X amount of money for the April invoice number 6385729, and they get the difference from the bill amount plus what we sent was different. We want to know how we want to reconcile the invoice.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The account number is [PII] for Hammond and Associates, and the question is invoice number 6385729.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. Can I get your name, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can I get your first name, please?
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't hear, what did you say?
[AGENT][NEUTRAL] May I get your first name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you so much. All right. All right, all that. OK, so you've got two emails about the April invoice, is that correct? It's 638-572-9. And tell me again what the email says, if you don't mind, please?
[CUSTOMER][NEUTRAL] Email says we have receipt of two payments which totals 2,462.23 for the air invoice number 6385729. However, that differs that differs from the billed amount of 2,785.21. Please send details of the payment so we can reconcile the invoice.
[AGENT][NEUTRAL] Yes, sir. So what that is, we received the payment. So what we're needing is like the backup details so we can reconcile that. It was there any changes made to any policy?
[CUSTOMER][NEUTRAL] So is it
[CUSTOMER][NEUTRAL] No, they think we're wear shorts, by how much?
[AGENT][NEUTRAL] OK, so we billed for a total of 278278.
[AGENT][NEUTRAL] 278521 and you take the payment, what was the payment again and I'll tell you the difference.
[CUSTOMER][NEUTRAL] Yeah I'm talking here.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] I'm telling you what's your, what's your email. So your email said we sent you two payments. We are instead of two payments totalling 2462.23 for April invoice number 6385729. And it differ, it differs from the billed amount of 2785.21.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So that's a $320.98 difference. So was there any changes to any policy?
[CUSTOMER][NEUTRAL] And that was for April on.
[AGENT][NEUTRAL] Yes, that's just for April.
[CUSTOMER][NEUTRAL] No, there's no change.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 329 how much?
[AGENT][NEUTRAL] It's 20078521. The difference, and tell me again what, what was it 26246-423?
[CUSTOMER][NEUTRAL] The different
[CUSTOMER][NEUTRAL] There's no change in it. Just like, just like once what what happened once the bill is set up online when it goes up or down that auto go back, go straight to APS for a set online. So I'm asking you what was the difference.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The difference. Yes, and that's what I'm confirming. What was seeing, was it 246-423?
[CUSTOMER][NEUTRAL] 346 what?
[AGENT][NEUTRAL] What was the amount that was sent? Can you tell me that?
[CUSTOMER][NEUTRAL] Um, I don't understand. I thought you had, you have the email in front of me that that your company sent to. I'm saying to you they said.
[AGENT][NEUTRAL] OK, we have, we have different representatives, so I didn't actually send the email, but I'm, I'm looking to see if I can figure out who did. OK? So give me just a moment.
[CUSTOMER][NEUTRAL] But that's.
[AGENT][POSITIVE] I'll be more than happy to get this situated, OK?
[CUSTOMER][NEUTRAL] I kind of what I said we, we, we, we, we, we short we shorted the payment instead of saying 278572462. So that's what is short. So I want to know exactly what the amount you have so I can add it on to the May invoice.
[AGENT][NEUTRAL] OK, alright, so that's what I'm trying to tell you what I I need to figure out the difference what was sent in.
[CUSTOMER][NEUTRAL] But that's that's what I was sending was 2462.23. That's what we sending and let's say it was the, the amount bill was.
[AGENT][NEUTRAL] 2246 4.26.
[AGENT][NEUTRAL] So that's the difference of.
[CUSTOMER][NEUTRAL] 2462.23 we sent it.
[AGENT][NEUTRAL] OK, 2464.23. I got that. So the difference that owed that you can add to it is $300 320 dollars 98 cents.
[CUSTOMER][NEUTRAL] OK, so the, the main invoice, what I'll do, will, will, will reflect that, that, that amount to owe.
[AGENT][POSITIVE] Yes, sir, you, you can, you can, um.
[CUSTOMER][NEUTRAL] The main invoice?
[AGENT][NEUTRAL] Uh, we haven't billed for May yet, so it's not gonna show on a statement or anything. You can, um, just send it separate if you like. That'd be fine.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] OK. What I'll do, I have, I have them go online and, and reference the invoice here and pay the difference, OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, that sounds great. And can I help you with anything else?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you very much. Thanks a lot for your help. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Ma, make a note that I called and what to plan to do, OK?
[AGENT][POSITIVE] Sure, I'm, I'm doing that right now. Absolutely. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah, I call on pay difference of 320. OK, thank you, bye.
[AGENT][NEUTRAL] Yeah